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Mersey Care NHS Foundation Trust
About
Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 1.4 million people across our region (Halton, Warrington, Knowsley, Liverpool, Sefton and St Helens) and is also commissioned for services that cover North Wales and the Midlands.
We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.
At the heart of all we do is our commitment to ‘perfect care’ – care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We’re currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.
We call this continuous improvement in quality and cost, ‘striving for perfect care’. Our aim is to play a full part in the health and social care economies we serve, by promoting and driving greater integration between mental and physical health and social care.
Our clinical services are provided across over 170 sites spanning a large part of the North West. Our services are supported by a corporate teams based at our offices in Kings Business Park, Prescot, and Hollins Park, Warrington.
We take positive action to support disadvantaged groups and also particularly encourage applications from BAME, disabled and LGBT people that are under-represented in our workforce. Furthermore we welcome applications from reservists and ex-armed forces as we recognise the benefits of the values, skills, training and experience that they bring to their work with us. We encourage all applicants to share their equality information with us.
Flexible working requests will be considered for all roles.
IT Operations Manager
Accepting applications until: 06-Dec-2024 23:59
Vacancy status: Open
Accepting applications until: 06-Dec-2024 23:59
Key details
Location
- Site
- Saturn House
- Address
- Knowsley Business Park
- Town
- Knowsley
- Postcode
- L34 9GJ
- Major / Minor Region
- Merseyside
Contract type & working pattern
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
Salary
- Salary
- £53,755 - £60,504 per annum
- Salary period
- Yearly
- Grade
- (Band 8a)
Specialty
- Main area
- IT Operations
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Mersey Care NHS Foundation Trust celebrates diversity and promotes equal opportunities; we are committed to challenging and eliminating racism and other forms of discrimination and advancing and promoting equality of opportunity in the provision of services and creating an inclusive environment for all employees. We believe that everyone has the right to be treated with dignity and respect.
We take positive action to support disadvantaged groups and also particularly encourage applications from ethnic minorities, disabled and LGBTQIA+ people that are under-represented in our workforce. Furthermore we welcome applications from reservists and ex-armed forces personnel as we recognise the benefits of the values, skills, training and experience that they bring to their work with us. We encourage all applicants to share their equality information with us.
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Job overview
Job summary
We are looking for an experienced IT Operations Lead to manage and develop our internal IT Operations service. The role of IT Operations Lead will encompass all elements of Endpoint management to include traditonal Desktop Support, Mobile device support, IT purchasing and IT asset management, delivering highly complex and inter-related IT services and solutions. The role will work within our wider management team reporting directly to the Head of IT Service Operations and will have the opportunity to shape internal IT strategy, as well as build key relationships and develop high quality IT operations.
The post holder will work closely with all IT & cyber security teams to ensure risks are managed and mitigated on behalf of partner organisations.
The role forms part of the Wider Leadership Team (WLT) at Informatics Merseyside.
For more information about the role, and about Informatics Merseyside, we will be hosting a brief and informal virtual session on Microsoft Teams, that you are invited to join. Please email Matt Leigh ([email protected]) if you would like to be invited to join this session.
What we can offer:
-
Continued personal and professional development
-
Consideration of requests for Flexible working arrangements
-
Access to NHS staff discounts scheme
-
Minimum of 27 days annual leave plus bank holidays, depending on length of service this may increase.
-
The opportunity to participate in the NHS pension scheme
Advert
The purpose of the role is to provide leadership, management & technical oversight to the Desktop Support & Configuration Management teams and to provide the highest level of IT support to our varied customer base in line with agreed Service Level Agreements (SLAs). The role is essential to ensure endpoint service delivery aligns with the objectives of Informatics Merseyside’s (IM) partner organisations. The successful candidate will prioritise, plan, manage and lead on the IT service delivery activities for IM partners in relation to Desktop Services & Configuration Management.
The role will also ensure the effective operation of the Desktop & Configuration teams and work closely with other IT Operational colleagues and Trust account teams to identify, recommend, develop and implement cost effective technology solutions, including IT policies, processes, procedures and best practice.
The effective post-holder would also ensure secure and protected digital endpoint estate, application of best practice technical support for all IT service users through establishing industry accreditation and meeting Information Governance Toolkit standards.
The post holder will deliver visible onsite leadership for Desktop & Configuration Management teams, identifying and implementing innovative new technology and best practice process and holding teams to account for delivering the best practice standards for technical support.
Working for our organisation
Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 1.4 million people across our region and are also commissioned for services that cover the North West, North Wales and the Midlands.
We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.
At the heart of all we do is our commitment to ‘perfect care’ – care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We’re currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.
Flexible working requests will be considered for all roles.
Detailed job description and main responsibilities
Principle Responsibilities
1.To provide endpoint technical support for endpoint service users. Provide leadership for technical design and architecture. Support delivery of problem and change management through the service delivery management team. Providing operational direction for the Desktop & Configuration Management teams.
2.To be responsible for the leadership and effective management of the Desktop and Configuration Management teams across all associated partner organisations and Informatics Merseyside.
3. To manage the Desktop and Configuration Management teams to ensure functionality of endpoints for IT users.
4. Be responsible for ensuring safe and secure endpoint devices working with the IT & Cyber security teams for compliance.
5. Lead the team managers providing the necessary quality and standard of support, manage escalations and report on performance of the teams.
6. Support implementation of the relevant IT strategies and support other the implementation of other overlapping strategies such as voice & data, IT & cyber security and Infrastructure.
7. Support implementation of new technologies to improve the user experience with endpoints and align to technical strategies.
8. To have an in-depth understanding, and adhere to all informatics policies, and have an understanding, and adhere to all general partner organisation policies.
9. To ensure robust systems are in place for monitoring data protection and information security incidents.
10. Act as the subject matter expert in all matters relating to Desktop Services and Configuration Management services for Informatics Merseyside and all partner organisations, working with
departmental representatives to achieve and maintain the Information Security Framework.
11. Conduct technical risk assessments on sometimes highly intricate business decisions and systems and communicate these risks to non-technical leaders in partner organisations.
12. The post holder will have an exceptional understanding of Desktop and Configuration technologies, endpoint management, endpoint operating systems and endpoint technical support and good understanding of wider inter-related IT technologies.
13. As technology develops the post holder will need to regularly investigate developments assessing them for any potential technical risks.
14. Work with wider teams in Informatics Merseyside to support the delivery of key projects and schemes relating to endpoint user experience.
15. Ensure that all work is undertaken for IM and partner organisations, whether in-house or by Third Parties, and adheres to the established IT Security standards.
16. Provide regular assurance and performance reports & presentations to the Senior Leadership team.
17. Design, develop and maintain Business Continuity plans for endpoint teams in the event of an incident that would necessitate the continued IT service.
18. Aid in developing responses to Freedom of Information requests.
19. To keep abreast of technical and IT developments relating to endpoint and user experience.
20. Participate in an on-call rota
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Person specification
Qualifications
Essential criteria
- Relevant Master's degree or equivalent experience
- Substantial experience in a management role
- ITIL Foundation
Desirable criteria
- Formal project management qualification (PRINCE2 or MSP)
- Certified MSP certifications
Knowledge
Essential criteria
- Management and leadership experience, including line-managing staff
- Significant experience in a technical service position including implementation and maintenance of complex policies and technologies
- Experience working within a large complex IT service environment
- Specialist knowledge and expertise in IT systems and infrastructure specifically around endpoint management technlogies (OS Management, MDM, Asset Management)
- Expert knowledge and experience of endpoint technial support, incident management and request fulfilment
- Experience in successful collaborative and partnership working and ability to encourage other likewise
- Experience devloping team service performance reporting
Desirable criteria
- Previous experience of managing endpoint services within a shared service organisation or within the NHS
- Experience of clinical practices and working within specialist environments
Values
Essential criteria
- Continuous Improvement
- Accountability
- Respectfulness
- Enthusiasm
- Support
- High professional standards
- Responsive to service users
- Engaging leadership style
- Strong customer service belief
- Transparency and honesty
- Discreet
- Change oriented
Skills
Essential criteria
- Extremely well-developed interpersonal skills to deal with staff at all levels within Informatics Merseyside, its partner organisations and with service providers, service users, and professional bodies outside Informatics Merseyside
- Ability to persuade & challenge senior managers and frontline staff of the importance of successfully and positively managing change the importance of successfully
- Ability to deal with conflict and disagreement on a frequent basis, and to facilitate an appropriate satisfactory outcome. This will include dealing with disciplinary proceedings as appropriate
- Make formal presentations to large groups and negotiated with key stakeholders
- Ability to make judgments on multistranded or complex information security problems, which may have no precedent or where there are conflicting opinions
- Ability to manage numerous conflicting priorities and effective time management
- Ability to frequently concentrate for prolonged periods of time managing interruptions as appropriate
- Use of own vehicle and ability to travel across Cheshire & Merseyside as required
Further details / informal visits contact
- Name
- Matt Leigh
- Job title
- Head of IT Service Operations
- Email address
- [email protected]
- Telephone number
- 07976775511
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